Sales Support Representative

Location: Pitt Meadows, BC (Head Office)
Employment Type: Full‑time | On‑site / Hybrid
Reporting to: VP of Sales

About WISI / The Role
Join our collaborative and customer‑focused Sales team as a Sales Support Representative, supporting account engagement, sales operations, and customer experience across the organization. At WISI, we’ve spent nearly a century delivering innovative, carrier‑grade technology to video operators worldwide, and we continue to grow through strong customer relationships and operational excellence.

As a Great Place to Work‑certified company for seven years running, and a 2025 Best Workplace in Canada and British Columbia, we’re committed to a supportive, inclusive, and high‑performance culture. Our headquarters in Pitt Meadows, BC offers a scenic, trail‑adjacent setting, providing a calm and collaborative environment away from the hustle and bustle of the city.

This role is well‑suited to someone who enjoys working closely with customers and sales teams, has an interest in technology, and is looking to grow their career within a sales or customer‑facing function.

Purpose of the Role:

The Sales Support Representative plays a critical role in supporting sales execution, customer engagement, and operational efficiency across the sales organization. This role focuses on
account engagement, customer retention, sales process support, and product evaluation management, while ensuring accurate data and smooth coordination between customers, sales, and internal teams.

This position is well‑suited to someone who is interested in building a career in sales, enjoys working with customers, and has a strong interest in technology, learning products and solutions, and understanding the technical challenges WISI helps customers solve.

Functional Accountabilities:

• Account Engagement & Opportunity Generation
  
  
  
  • Increase engagement with assigned accounts through proactive outreach and scheduled interactions
  
  
  • Schedule meetings for sales representatives to engage with inactive accounts, including:
    
    
    
    • Product update presentations highlighting new products and features
    
    
    • Account review meetings focused on cost reduction, risk mitigation, and identifying upsell or upgrade opportunities
    
    
    • Focused application presentations aligned to customer needs (e.g. ATSC‑3, ABR receive, outdoor aggregation switching)
    
    
    
    
  
  
  • Support initiatives to replace aging equipment, promote the purchase of spares, power supplies, redundancy options, and multi‑year ASM plans
  
  
  
  

• Customer Retention & Churn Reduction
  
  
  
  • Proactively reduce customer churn by:
    
    
    
    • Communicating firmware updates and encouraging upgrades (e.g. cybersecurity improvements, bug fixes)
    
    
    • Coordinating customer training sessions with the Support team to address knowledge gaps and optimize product usage
    
    
    • Identifying, documenting, and escalating customer concerns or complaints to the appropriate internal teams
    
    
    
    
  
  
  
  

• Account & Data Management
  
  
  
  • Maintain accurate and up‑to‑date customer and contact data in HubSpot, ensuring marketing communications are delivered successfully
  
  
  • Categorize and segment customers in HubSpot based on defined criteria to support market intelligence and targeted engagement
  
  
  • Ensure CRM data integrity to support effective sales planning and reporting
  
  
  
  

• Sales Process & Operations Support
  
  
  
  • Prepare and issue quotes using information provided by sales representatives
  
  
  • Create and manage deals in HubSpot and follow up on open opportunities
  
  
  • Receive purchase orders, validate them against quotes, and create sales orders in NetSuite
  
  
  • Ensure administrative accuracy and coordination from quotation through order fulfillment
  
  
  
  

• Product Evaluation Management
  
  
  
  • Manage the end‑to‑end product evaluation lifecycle, including:
    
    
    
    • Preparing and issuing product evaluation agreements
    
    
    • Processing evaluation orders in NetSuite and coordinating logistics
    
    
    • Providing customers with delivery and shipping status updates
    
    
    • Entering and tracking evaluation deals in HubSpot
    
    
    
    
  
  
  • Collaborate with Solutions Architects to confirm installation and schedule follow‑up calls
  
  
  • Monitor evaluation timelines, notify customers of upcoming expiration dates, and coordinate with sales to convert evaluations to sales or arrange returns
  
  
  • Track the progress and return of evaluation equipment
  
  
  
  

• Internal Collaboration & Additional Support
  
  
  
  • Act as the in‑office point of contact for the sales team, providing consistent support and availability
  
  
  • Assist production or other internal teams when demand requires
  
  
  • Contribute to continuous improvement of sales support processes and tools
  
  
  
  

Key Competencies:

• Communication & Relationship Skills
  
  
  
  • Strong written and verbal communication skills, with the ability to engage customers, sales colleagues, and internal teams clearly and professionally
  
  
  • Ability to explain value propositions and product benefits confidently and appropriately for different audiences
  
  
  • Positive, collaborative approach to working with customers and colleagues, even in fast‑paced or high‑pressure situations
  
  
  
  

• Analytical & Problem‑Solving Skills
  
  
  
  • Ability to assess customer situations, identify patterns or opportunities, and support practical solutions
  
  
  • Comfortable interpreting information and escalating issues appropriately
  
  
  
  

• Attention to Detail
  
  
  
  • High level of accuracy in CRM data, quotes, orders, and evaluation tracking
  
  
  • Consistently reviews work for completeness and correctness
  
  
  
  

• Organization & Planning
  
  
  
  • Strong ability to prioritize tasks, manage multiple activities, and meet deadlines
  
  
  • Comfortable working in a role that balances customer engagement with operational responsibilities
  
  
  
  

• Sales Practice & Customer Engagement Knowledge
  
  
  
  • Understanding of sales processes, customer journeys, and engagement strategies
  
  
  • Ability to leverage CRM tools (HubSpot) to support relationship management and sales execution
  
  
  
  

• Technology & Systems Proficiency
  
  
  
  • Proficient with CRM systems (HubSpot) and sales operations tools (e.g. NetSuite), or able to learn them quickly
  
  
  • Demonstrates curiosity and interest in technology, products, and solutions, and how they solve customer challenges
  
  
  
  

• AI & Productivity Mindset
  
  
  
  • Open to adopting approved, compliant AI tools to improve productivity, efficiency, and quality of work
  
  
  • Willing to learn and apply new tools and processes in alignment with company policies and governance standards
  
  
  
  

• Career Growth Orientation
  
  
  
  • Demonstrates interest in developing toward a future sales or account‑focused role
  
  
  • Motivated to build product, solution, and customer knowledge over time
  
  
  • Receptive to feedback, coaching, and continuous learning
    
    
  
  
  
  

What we offer:

• Innovative Work: Be part of a small, dynamic team delivering world-class video solutions in an agile environment. Your work will shape the future of video delivery while growing your skills in a supportive, innovative culture


• Continuous Learning: Learning is one of our core values. Enjoy access to lunch & learns, training programs, courses, coaching, and more.


• Comprehensive Benefits: We offer competitive salaries, a comprehensive benefits package including health, dental, and vision coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family.


• Additional health and wellness support through a health & wellness spending account to put your dollars where you need it most.


• Future-Focused: RRSP matching program - we invest in your future.


• Flexible work environment 


• Personal Recognition: Enjoy your birthday off—because it’s your day.


• Community Impact: Paid volunteer hours to support causes you care about.


• Team Culture: Join a team of talented, driven, fun, and supportive colleagues.


• Annual All Hands Event: Each year, we bring together our global team (employees and owners) for several days of learning, collaboration, and team building.


• Award-Winning Workplace: Contribute to WISI’s celebrated culture. Certified Great Place to Work 7 years running and recognized on the 2025 Best Workplaces lists for Canada and British Columbia.

We are an equal opportunity employer and a proudly diverse company.
We do not discriminate based on race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, marital status, language, disability status, veteran status, or any other characteristic protected by law. We welcome applicants from all backgrounds and provide reasonable accommodations as needed to ensure an inclusive hiring process.